Government of West Bengal - Official Website of Purba … _Grievance...3 The processes for Redressal...
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Government of West Bengal Office of District Magistrate Purba Medinipur (General Section) Order Government of West Bengal has decided to introduce a citizen centric, inclusive, efficient and transparent work environment through re-engineering of existing processes by leveraging the use of information & Communication Technology (ICT). e- District project has been envisaged by GoWB as enabler for automation of workflow and internal processes of District Administration for providing services to the citizens. The e-District project rollout in Purba Medinipur is expected to Go-live with effect from 27.01.2016. The present manual process for delivering services will also continue till the new electronic process matures and all Government rules/ Acts/ circulars already in force pertaining to this service shall be followed. For e-District project, the re-engineered process flow as detailed below will be followed: A. Application Channels for Redressal of RTI Queries and Redressal of Grievance: Application from citizen shall be acceptable in electronic form through 1) Web/ internet (https://edistrict.wb.gov.in) 2) Citizen kiosk constructed at the District HQ and the outlying Sub-division HQs 3) Any of the Common Service Centres (Tathya- Mitra Kendras) The Government officials shall accept application coming from all the above mentioned channels. a. Through web/ internet (https://edistrict.wb.gov.in) 1. The applicant shall open the WB e-District portal for availing the service through internet 2. The e-district application shall prompt for user name and password for registered users. In case, the user is not registered, the application shall ask the user to register. 3. New users shall register with name and requisite details. The e-District application shall generate unique user ID and password and email it to the applicant. 4. The applicant may login to the WB e-District portal (https://edistrict.wb.gov.in) with the username and password and search for the drop-down menu for applying for Redressal of RTI Queries & RTI Status tracking/Grievance Redressal in the portal. 5. The activity and responsibility of various actors at each step in the e-District is detailed in the table annexed below. This activity and responsibility mapping would be consistent irrespective of the medium followed for application. . b. Through citizen kiosk constructed at the District HQ and the outline Sub-Division HQs 1. The applicant shall approach the Kiosk at office of the district magistrate or Outline Sub-Divisional Officer to submit the request for the given service. The concerned Kiosk Operator shall provide the citizen with the list of supporting documents as per the Government Acts and Rules.
Transcript of Government of West Bengal - Official Website of Purba … _Grievance...3 The processes for Redressal...
Government of West Bengal
Office of District Magistrate Purba Medinipur
(General Section)
Order
Government of West Bengal has decided to introduce a citizen centric, inclusive, efficient and transparent work environment through re-engineering of existing processes by leveraging the use of information & Communication Technology (ICT). e- District project has been envisaged by GoWB as enabler for automation of workflow and internal processes of District Administration for providing services to the citizens. The e-District project rollout in Purba Medinipur is expected to Go-live with effect from 27.01.2016. The present manual process for delivering services will also continue till the new electronic process matures and all Government rules/ Acts/ circulars already in force pertaining to this service shall be followed. For e-District project, the re-engineered process flow as detailed below will be followed:
A. Application Channels for Redressal of RTI Queries and Redressal of Grievance: Application from citizen shall be acceptable in electronic form through
1) Web/ internet (https://edistrict.wb.gov.in)
2) Citizen kiosk constructed at the District HQ and the outlying Sub-division HQs
3) Any of the Common Service Centres (Tathya- Mitra Kendras)
The Government officials shall accept application coming from all the above mentioned channels.
a. Through web/ internet (https://edistrict.wb.gov.in)
1. The applicant shall open the WB e-District portal for availing the service through internet
2. The e-district application shall prompt for user name and password for registered users. In case, the user is not registered, the application shall ask the user to register.
3. New users shall register with name and requisite details. The e-District application shall generate unique user ID and password and email it to the applicant.
4. The applicant may login to the WB e-District portal (https://edistrict.wb.gov.in) with the username and password and search for the drop-down menu for applying for Redressal of RTI Queries & RTI Status tracking/Grievance Redressal in the portal.
5. The activity and responsibility of various actors at each step in the e-District is detailed in the table annexed below. This activity and responsibility mapping would be consistent irrespective of the medium followed for application.
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b. Through citizen kiosk constructed at the District HQ and the outline Sub-Division HQs
1. The applicant shall approach the Kiosk at office of the district magistrate or Outline Sub-Divisional
Officer to submit the request for the given service. The concerned Kiosk Operator shall provide the citizen with the list of supporting documents as per the Government Acts and Rules.
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2. In case the documents provided by the citizen are not complete the Kiosk Operator shall ask for additional documents as per the requirement mentioned in the table below
3. In case all the documents provided are complete, the Kiosk Operator shall fill up all the details in the pro-forma application form through the e-District application. The Kiosk Operator shall render all sorts of assistance for filling up of the e-Application form.
4. The Kiosk Operator shall also scan and upload the supporting documents in the e-District application.
5. After filling the application form and uploading all the supporting documents the Kiosk Operator shall submit the application in the e-District portal (https://edistrict.wb.gov.in). Upon submission of the application the e-district application shall generate an Application Identification Number (AIN) which shall be a unique number and can be used to track the particular application. The Application Identification Number shall be provided to the citizen along with a system generated ‘Acknowledgement Receipt’.
6. The activity and responsibility of various actors at each step in the e-District is detailed in the table annexed below. This activity and responsibility mapping would be consistent irrespective of the medium followed for application.
c. Through Common Service Centers (CSCs)/ Tathya-Mitra Kendra: 1. The applicant shall submit his request through the Common Service Center (CSC)
2. The CSC 0perator shall go to the desired service section of the e-District application on web and select the category of the application request
3. The CSC operator shall provide the list of the supporting documents as per the Government Act and Rules.
4. In case the documents provided by the citizen are not complete, the CSC operator shall ask for additional documents as per the requirement mentioned in the table below
5. In case all the documents provided are complete, the CSC operator shall fill up all the details in the pro-forma e-Application Form through the e-District application.
6. The CSC operator shall also scan and upload the supporting documents in the e-District application (https://edistrict.wb.gov.in).
7. After filling the e-Application Form and uploading all the supporting documents the CSC shall submit the e-Application in the e-District portal. Upon submission of the application the e-District application shall generate an Application Identification Number (AIN) which shall be a unique number and can be used to track the particular application. The Application Identification Number (AIN) shall be provided to the citizen along with a system generated ‘Acknowledgement Receipt’.
8. The activity and responsibility of various actors at each step in the e-District is detailed in the table annexed below. This activity and responsibility mapping would be consistent irrespective of the medium followed for application.
Approval process:
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The processes for Redressal of RTI Queries and Redressal of Grievance are mostly automated, ensuring more transparency and efficient delivery of services to the citizens. The service wise detailed work flow along with the Actor wise responsibility is narrated below:
i. Redressal of RTI Queries & RTI status tracking
Step Activity Responsibility Channel/ Office
Documents involved
Mode
1. Citizen approaches CSC/Kiosk/Portal with supporting documents,
Citizen NA o Court fee stamp/ Bank Draft or Bankers cheque/ Indian Postal Order/ Non judicial stamp of Rs. 10 (Not Required for BPL Candidates)
o BPL identity proof (Only for BPL Candidates)
o Case Specific Documents, if any
Manual
2. Logs into e-District. Filling up electronic form online. Downloading the filled up form and signing.
Attach supporting documents as scanned files (If any) and submitting the application.
CSC/ Kiosk/ Department Operator/Citizen
CSC/ Kiosk Centre / Department / Portal
o All above
o Application form
Automated
3. Logs into e-District. Verification of the Application and uploading reports &/or updating comments.
SPIO SPIO Office o All above Automated
4. Forwarding to the concerned SPIO after changing the Department, if the case description is not matched.
SPIO SPIO Office
o All above Automated
4
Step Activity Responsibility Channel/ Office
Documents involved
Mode
5. Accepting the application or Rejection the Application or Sending Back for Resubmission.
SPIO SPIO Office
o All above Automated
6. Sending the copy to the Concerned Department and gathering information from them
SPIO SPIO Office o All above Manual
7. Updating the status and asking for payment of fees, if applicable.
SPIO SPIO Office NA Automated
8. Logs into e-District. Payment made through e-payment or Payment Through e-Wallet or Uploading of receipt of manual payment.
CSC/ Kiosk/ Department Operator/Citizen
CSC/ Kiosk Centre / Department / Portal
o Receipt of manual payment
Automated
9. Logs into e-District. Approval with Digital signature
SPIO SPIO Office NA Automated
10. Logs into e-District. Printing of the Information
CSC/ Kiosk/ Department Operator/Citizen
CSC/ Kiosk Centre / Department /Portal
o Requested Information
Automated
11. Logs into e-District. Resubmission of application in case sent back by SPIO
CSC/ Kiosk/ Department Operator/Citizen
CSC/ Kiosk Centre / Department / Portal
o Revised application
o Revised &/or additional document if any
Automated
12. Logs into e-District. Submission of Appeal to 1st Appellate with necessary fees if the response is either unsatisfactory or it is not within 30 days.
CSC/ Kiosk/ Department Operator/Citizen
CSC/ Kiosk Centre / Department / Portal
o Payment Receipt, if any
o Any supporting document
Manual
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Step Activity Responsibility Channel/ Office
Documents involved
Mode
13. Logs into e-District. Verification of the Application and uploading reports &/or updating comments.
1st Appellate Authority
1st Appellate Office
o All above
o Application
Automated
14. Acceptance for proving information by concerned department or updating hearing date.
1st Appellate Authority
1st Appellate Office
o All above Automated
15. Conducting Hearing in presence of Applicant & representative of Concerned department
1st Appellate Authority
1st Appellate Office
o All above Automated
16. Uploading of reports and decision.
1st Appellate Authority
1st Appellate Office
o Hearing report Automated
17. Ordering Concerned department to provide Information along with fine, if applicable, in case the fault is with the department to print the information OR Rejecting the appeal.
1st Appellate Authority
1st Appellate Office
o All above Automate
18. Logs into e-District for printing the information. Submission of Appeal with necessary fees to 2nd Appellate with necessary fees within 30 days after getting decision from 1st Appellate if the decision is unsatisfactory or the decision is not given within 30 to
CSC Operator / Kiosk Operator /Citizen
CSC/ Kiosk Centre / Department Operator / Portal
o Requested Information
o Payment Receipt, if any
o Any supporting document
Automated
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Step Activity Responsibility Channel/ Office
Documents involved
Mode
45 days.
19. Logs into e-District.
Verification of the Application and uploading reports &/or updating comments
2nd Appellate Authority
2nd Appellate Office
o All above
o Application
Automated
20. Directing concerned department to provide information, imposing penalty to the department, awarding compensation to the applicant OR Rejecting the Appeal.
2nd Appellate Authority
2nd Appellate Office
NA Automated
21. Logs into e-District.
Update the status with remarks.
SPIO SPIO Office NA Automated
22. Logs into e-District to print the information
CSC Operator / Kiosk Operator /Citizen
CSC/ Kiosk Centre / Department Operator / Portal
o Requested Information
Automated
ii. Grievance Redressal
Step Activity Responsibility Channel/ Office
Documents involved
Mode
1. Citizen approaches CSC/Kiosk/department/portal with supporting documents.
Citizen NA o Supporting documents (if any)
Manual
2. Logs into e-District.
Filling up electronic form online. Downloading the filled up form and signing.
Attach supporting documents as scanned files (if any) and
CSC/ Kiosk Centre / Citizen / Department Operator
CSC/
Kiosk
Centre / Department / Portal
o All above Automated
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Step Activity Responsibility Channel/ Office
Documents involved
Mode
submitting the application.
3. Logs into e-District. Application. Verification of the application & updating comments.
GCOC GCOC Office
o All above Automated
4. Accepting the application and updating comments or Rejection the Application with reason or Sending Back for Resubmission with reason.
GCOC GCOC Office
o All above Automated
5. Depending on the comments System generates e-Notice and sends to applicant.
GCOC GCOC Office
NA Automated
6. Sends hard copy to concerned GCOC Office. (Offline)
Citizen o Hard copy of Documents
Manual
7. After getting Hard copy, Sends the e-Notice & the hard copy to Concerned Officer by email, fax, post etc. (Offline)
GCOC GCOC Office o All Above Manual
8. Checks case details and replies necessary action against requested grievance in form of letter, email, fax etc. (Offline)
Concerned Officer
Concerned Department
o All above Manual
9. Logs into e-District.
Incorporate necessary action suggested by Concerned Officer.
GCOC GCOC Office
o Concerned Department’s suggestions
Automated
10. Logs into e-District.
Printing of necessary action that needs to be taken as suggested by Concerned Department.
CSC Operator / Kiosk Operator /Citizen
CSC/ Kiosk Centre / Department / Portal
o Concerned Department’s suggestions
Automated
11. Getting the status and reason for Rejection/Sent Back.
Resubmission of modified Application / Documents.
Citizen CSC/ Kiosk Centre / Department Operator/ Portal
o Status Report
Automated
The applicant gets an update by SMS and/ or email regarding the status of his application
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B. Status Tracking: The e-district application shall enable citizen to obtain information regarding the
status of his/ her application from the CSCs, citizen kiosks, web and mobile. The following is the process of information seeking by the citizen of the service:
1. The applicant shall seek for the specific information regarding his/her submitted application. 2. The e-District portal shall ask for the AIN generated at the time of the submission of
application. 3. By keying in AIN, the e-District portal shall display the status of the application. 4. Status tracking of applications will also be provided in online mode/SMS in mobile phones.
SMS/email based information would be sent to the citizen whenever there is a change in status of the application.
With the AIN (Application Identification Number), Citizen may avail the Status Tracking facility through
1) Web/ internet (https://edistrct.wb.gov.in)-Citizen needs to login and click “Track Application” link to provide the 16 Digit AIN in the “Application Identification Number” field.
2) Citizen kiosk constructed at the District HQ and the outline Sub-division HQs
3) Any of the Common Service Centres (Tathya- Mitra Kendras)
4) SMS (wb<space>edist<space>16 Digit AIN No.) to 51969 or 166
C. MIS Reports:
All the MIS reports generated using e-District application shall be treated as official records which may also be used for appropriate decision making, as and when required.
District Magistrate,
Purba Medinipur
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